Chat Support Representative - AfterSales (Ecommerce)

E-Commerce After-Sales Chat Support (Warehouse-Based)

The E-Commerce After-Sales Chat Support handles customer concerns after purchase, including delivery updates, order discrepancies, returns, exchanges, and product-related issues. This role works closely with the warehouse and logistics teams to ensure customer concerns are resolved promptly through digital platforms such as Shopee, Lazada, email, and live chat.

KEY DUTIES AND RESPONSIBILITIES

• Manage inbound after-sales inquiries related to order fulfillment, shipment status, returns, refunds, and damaged or incorrect items.

• Respond to customer concerns professionally and within service-level standards across e-commerce and messaging platforms.

• Coordinate with warehouse, logistics, and internal support teams to investigate and resolve order-related issues.

• Identify cases requiring escalation and follow internal workflows to achieve timely resolution.

• Track open concerns and perform follow-ups until cases are fully resolved.

• Review and respond to customer feedback or complaints posted on social media and online marketplaces.

• Accurately document customer interactions, resolutions, and transaction details in internal systems.

• Contribute to a positive customer experience by delivering courteous and solution-focused support.

JOB REQUIREMENTS

• Graduate of a Bachelor’s Degree or Vocational/Technical course.

• Minimum of 1 year experience in customer service, e-commerce support, or after-sales operations.

• Strong written and verbal communication skills.

• Proficient in computer applications and online support tools.

• Able to manage multiple tasks and prioritize workloads effectively.

• Quick to learn new systems, products, and operational processes.

• Detail-oriented, proactive, and customer-centric.

• Willing to work on-site and coordinate closely with warehouse operations.

EMPLOYEE BENEFITS

• Competitive compensation package with allowances

• Exposure to top e-commerce platforms and well-known brands

• Monthly performance-based incentives

• Annual merit and performance bonuses

• Company-sponsored activities and events